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Version](https://img.shields.io/node/v/@tiledesk/tiledesk-voice-twilio-connector.svg)](https://nodejs.org/)\n[![License: MIT](https://img.shields.io/badge/License-MIT-yellow.svg)](https://opensource.org/licenses/MIT)\n\nA production-ready Node.js connector that bridges **Twilio Voice API** with the **Tiledesk** conversational platform, enabling real-time voice interactions with AI-powered chatbots and human agents.\n\n## 📋 Table of Contents\n\n- [What is it?](#what-is-it)\n- [What does it do?](#what-does-it-do)\n- [How does it work?](#how-does-it-work)\n- [Installation](#installation)\n- [Quick Start](#quick-start)\n- [Configuration](#configuration)\n- [Architecture](#architecture)\n- [API Reference](#api-reference)\n- [Usage Examples](#usage-examples)\n- [Deployment](#deployment)\n\n---\n\n## 🎯 What is it?\n\nThe **Tiledesk Voice Twilio Connector** is a middleware service that enables voice-based conversations through Twilio's telephony infrastructure, integrated seamlessly with Tiledesk's messaging and AI platform.\n\n### Key Features\n\n- 🎙️ **Real-time Voice Calls**: Handle inbound and outbound voice calls via Twilio\n- 🤖 **AI Integration**: Connect voice interactions with Tiledesk's AI chatbots\n- 💬 **Unified Messaging**: Convert voice to text and text to voice for seamless conversations\n- 🔄 **Bidirectional Communication**: Sync messages between Twilio and Tiledesk in real-time\n- 📊 **Session Management**: Track and manage call sessions with Redis and MongoDB\n- 🎚️ **Speech Services**: Support for OpenAI Whisper (STT) and ElevenLabs (TTS)\n- ⚡ **Event-Driven**: Asynchronous message processing with queue-based architecture\n\n---\n\n## 🚀 What does it do?\n\nThe connector acts as a **translation layer** between two systems:\n\n1. **Twilio Voice API** - Handles telephony infrastructure (calls, recordings, speech recognition)\n2. **Tiledesk Platform** - Manages conversations, AI chatbots, and agent routing\n\n### Use Cases\n\n- **Voice-Enabled Customer Support**: Allow customers to call and interact with AI chatbots via voice\n- **IVR Systems**: Build interactive voice response systems with natural language understanding\n- **Voice Assistants**: Create voice-powered assistants that can handle complex conversations\n- **Call Center Integration**: Route voice calls to human agents through Tiledesk's routing system\n- **Multi-Channel Support**: Unify voice, chat, and messaging in a single conversation thread\n\n### Workflow Example\n\n```\n1. Customer calls Twilio number\n   ↓\n2. Connector receives call webhook\n   ↓\n3. Creates Tiledesk conversation session\n   ↓\n4. Converts speech to text (OpenAI Whisper)\n   ↓\n5. Sends message to Tiledesk AI chatbot\n   ↓\n6. Receives AI response from Tiledesk\n   ↓\n7. Converts text to speech (ElevenLabs)\n   ↓\n8. Plays audio to caller via Twilio\n```\n\n---\n\n## ⚙️ How does it work?\n\n### Core Components\n\n#### 1. **Voice Channel** (`VoiceChannel`)\n- Manages call session lifecycle\n- Implements message queue polling with exponential backoff\n- Handles Redis-based state management\n- Coordinates event-driven communication\n\n#### 2. **Tiledesk Channel** (`TiledeskChannel`)\n- Communicates with Tiledesk REST API\n- Manages conversation sessions\n- Handles message queuing and retrieval\n- Syncs call status with Tiledesk\n\n#### 3. **Twilio Translator** (`TiledeskTwilioTranslator`)\n- Converts Tiledesk message format to Twilio TwiML\n- Generates TwiML verbs (Say, Play, Gather, Record)\n- Handles audio file generation and streaming\n- Manages call flow state transitions\n\n#### 4. **AI Services** (`AiService`)\n- **Speech-to-Text**: Uses OpenAI Whisper API to transcribe audio\n- **Text-to-Speech**: Uses ElevenLabs API to generate natural voice audio\n- Supports both SDK and HTTP-based implementations\n- Automatic fallback mechanisms\n\n#### 5. **Session Service** (`SessionService`)\n- Creates and manages call sessions\n- Handles conversation initialization\n- Manages integration settings per project\n- Tracks call metadata\n\n#### 6. **Message Service** (`MessageService`)\n- Polls Tiledesk for new messages\n- Implements intelligent polling with delay management\n- Handles message queuing and processing\n- Manages message lifecycle\n\n### Message Flow\n\n```\n┌─────────────┐         ┌──────────────┐         ┌─────────────┐\n│   Twilio    │◄───────►│   Connector   │◄───────►│  Tiledesk   │\n│  Voice API  │  Webhooks│  (This App)  │  REST API│  Platform   │\n└─────────────┘         └──────────────┘         └─────────────┘\n                              │\n                              │\n                    ┌─────────┴─────────┐\n                    │                   │\n              ┌─────▼─────┐      ┌──────▼──────┐\n              │   Redis   │      │  MongoDB    │\n              │  (Queue)  │      │  (Storage)  │\n              └───────────┘      └─────────────┘\n```\n\n### Request/Response Cycle\n\n1. **Incoming Call**:\n   - Twilio sends webhook to `/webhook/:projectId`\n   - Connector creates Tiledesk conversation\n   - Returns TwiML to start call flow\n\n2. **Voice Input**:\n   - User speaks → Twilio records audio\n   - Connector receives audio URL\n   - Transcribes with OpenAI Whisper\n   - Sends text to Tiledesk\n\n3. **AI Response**:\n   - Tiledesk processes message\n   - AI generates response\n   - Connector polls for response\n   - Converts text to speech with ElevenLabs\n   - Returns TwiML to play audio\n\n4. **Call Management**:\n   - Status updates via webhooks\n   - Session state in Redis\n   - Call metadata in MongoDB\n\n---\n\n## 📦 Installation\n\n### Prerequisites\n\n- **Node.js** >= 18.0.0\n- **npm** >= 8.15.0\n- **MongoDB** (for session storage)\n- **Redis** (for message queue, recommended)\n\n### Install as NPM Package\n\n```bash\nnpm install @tiledesk/tiledesk-voice-twilio-connector\n```\n\n### Install from Source\n\n```bash\ngit clone https://github.com/Tiledesk/tiledesk-voice-twilio-connector.git\ncd tiledesk-voice-twilio-connector\nnpm install\n```\n\n---\n\n## 🏃 Quick Start\n\n### Standalone Mode\n\n1. **Set environment variables**:\n\n```bash\nexport API_URL=https://api.tiledesk.com\nexport MONGODB_URI=mongodb://localhost:27017/tiledesk\nexport REDIS_HOST=localhost\nexport REDIS_PORT=6379\nexport GPT_KEY=your-openai-api-key\n```\n\n2. **Start the server**:\n\n```bash\nnpm start\n```\n\nThe server will start on port `3000` (or `PORT` environment variable).\n\n### As NPM Package\n\n```javascript\nconst { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');\n\n// Start with environment variables\nawait startServer();\n\n// Or pass configuration directly\nawait startServer({\n  MONGODB_URI: 'mongodb://localhost:27017/tiledesk',\n  API_URL: 'https://api.tiledesk.com',\n  REDIS_HOST: 'localhost',\n  REDIS_PORT: 6379,\n  GPT_KEY: 'your-openai-key'\n});\n```\n\n---\n\n## ⚙️ Configuration\n\n### Environment Variables\n\n| Variable | Required | Description | Default |\n|----------|----------|-------------|---------|\n| `PORT` | No | Server port | `3000` |\n| `API_URL` | Yes | Tiledesk API base URL | - |\n| `BASE_URL` | Yes | Base URL for webhooks | - |\n| `BASE_FILE_URL` | Yes | Base URL for file uploads | - |\n| `MONGODB_URI` | Yes | MongoDB connection string | - |\n| `INTEGRATIONS_CACHE_TTL` | No | Redis TTL (seconds) for provider keys read from the `integrations` collection | `300` |\n| `REDIS_HOST` | Recommended | Redis host | - |\n| `REDIS_PORT` | Recommended | Redis port | `6379` |\n| `REDIS_PASSWORD` | No | Redis password | - |\n| `GPT_KEY` | Yes | OpenAI API key for STT | - |\n| `OPENAI_ENDPOINT` | No | OpenAI API endpoint | `https://api.openai.com/v1` |\n| `ELEVENLABS_ENDPOINT` | No | ElevenLabs API endpoint | `https://api.elevenlabs.io` |\n| `USE_ELEVENLABS_SDK` | No | Use ElevenLabs SDK (vs HTTP) | `false` |\n| `BRAND_NAME` | No | Brand name for customization | - |\n| `BASE_POOLING_DELAY` | No | Base polling delay (ms) | - |\n| `MAX_POLLING_TIME` | No | Max polling time (ms) | - |\n| `VOICE_TWILIO_LOG` | No | Log level | `info` |\n\n### Configuration Priority\n\n1. **Options parameter** (highest priority)\n2. **Environment variables** (`process.env`)\n3. **Default values** (lowest priority)\n\n```javascript\n// Example: Options override environment variables\nstartServer({\n  MONGODB_URI: 'mongodb://custom-host:27017/tiledesk', // Overrides process.env.MONGODB_URI\n  API_URL: 'https://custom-api.tiledesk.com'           // Overrides process.env.API_URL\n});\n```\n\n---\n\n## 🏗️ Architecture\n\n### Project Structure\n\n```\ntiledesk-voice-twilio-connector/\n├── src/\n│   ├── app.js                    # Express app setup\n│   ├── config/                    # Configuration management\n│   │   ├── index.js             # Environment config\n│   │   └── logger.js            # Winston logger config\n│   ├── controllers/              # HTTP request handlers\n│   │   └── VoiceController.js   # Main voice controller\n│   ├── middlewares/              # Express middlewares\n│   │   └── httpLogger.js         # HTTP request logging\n│   ├── models/                   # Data models\n│   │   ├── KeyValueStore.js     # MongoDB abstraction\n│   │   └── IntegrationsRepository.js # integrations / kbsettings access\n│   ├── routes/                   # Express routes\n│   │   ├── voice.js             # Voice API routes\n│   │   └── manageApp.js         # Management routes\n│   ├── services/                 # Business logic\n│   │   ├── channels/            # Channel implementations\n│   │   │   ├── TiledeskChannel.js\n│   │   │   └── VoiceChannel.js\n│   │   ├── clients/             # API clients\n│   │   │   └── TiledeskSubscriptionClient.js\n│   │   ├── translators/         # Protocol translators\n│   │   │   └── TiledeskTwilioTranslator.js\n│   │   ├── AiService.js         # AI/LLM services\n│   │   ├── AiService.sdk.js     # SDK-based AI service\n│   │   ├── IntegrationService.js\n│   │   ├── MessageService.js\n│   │   ├── SessionService.js\n│   │   ├── SpeechService.js\n│   │   ├── TwilioService.js\n│   │   └── UploadService.js\n│   └── utils/                    # Utilities\n│       ├── constants.js\n│       ├── errors.js\n│       ├── logger.js\n│       └── utils.js\n├── index.js                      # Entry point\n└── package.json\n```\n\n### Design Patterns\n\n- **Service Layer Pattern**: Business logic separated from HTTP handling\n- **Dependency Injection**: Services receive dependencies via constructor\n- **Event-Driven Architecture**: Side effects handled via EventEmitter\n- **Repository Pattern**: Data access abstracted through models\n- **Strategy Pattern**: Multiple implementations for AI services (SDK vs HTTP)\n\n---\n\n## 📡 API Reference\n\n### Main Exports\n\n#### `startServer(options?)`\n\nStarts the Express server and initializes all services.\n\n**Parameters:**\n- `options` (Object, optional): Configuration object (see [Configuration](#configuration))\n\n**Returns:** `Promise<void>`\n\n**Example:**\n```javascript\nconst { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');\n\nawait startServer({\n  MONGODB_URI: 'mongodb://localhost:27017/tiledesk',\n  API_URL: 'https://api.tiledesk.com'\n});\n```\n\n#### `app`\n\nExpress application instance (before server starts).\n\n**Example:**\n```javascript\nconst { app } = require('@tiledesk/tiledesk-voice-twilio-connector');\n\n// Mount in existing Express app\nmainApp.use('/voice', app);\n```\n\n### API Endpoints\n\n#### `POST /webhook/:id_project`\nReceives Twilio call webhooks and initiates call flow.\n\n#### `POST /tiledesk`\nReceives messages from Tiledesk platform.\n\n#### `POST /nextblock/:callSid`\nHandles call flow progression.\n\n#### `POST /speechresult/:callSid`\nProcesses speech recognition results.\n\n#### `GET /health-check`\nHealth check endpoint.\n\nSee [USAGE.md](./USAGE.md) for detailed usage examples.\n\n---\n\n## 💡 Usage Examples\n\n### Example 1: Basic Integration\n\n```javascript\nconst { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');\n\nasync function main() {\n  try {\n    await startServer({\n      MONGODB_URI: process.env.MONGODB_URI,\n      API_URL: process.env.API_URL,\n      BASE_URL: process.env.BASE_URL,\n      BASE_FILE_URL: process.env.BASE_FILE_URL,\n      REDIS_HOST: process.env.REDIS_HOST,\n      REDIS_PORT: parseInt(process.env.REDIS_PORT),\n      GPT_KEY: process.env.GPT_KEY\n    });\n    console.log('Voice connector started successfully');\n  } catch (error) {\n    console.error('Failed to start:', error);\n    process.exit(1);\n  }\n}\n\nmain();\n```\n\n### Example 2: Integration with Existing Express App\n\n```javascript\nconst express = require('express');\nconst { app: voiceApp } = require('@tiledesk/tiledesk-voice-twilio-connector');\n\nconst mainApp = express();\n\n// Configure environment\nprocess.env.API_URL = 'https://api.tiledesk.com';\nprocess.env.MONGODB_URI = 'mongodb://localhost:27017/tiledesk';\n\n// Mount voice connector\nmainApp.use('/voice', voiceApp);\n\n// Your other routes\nmainApp.get('/', (req, res) => {\n  res.json({ status: 'ok' });\n});\n\nmainApp.listen(3000);\n```\n\n### Example 3: Using with dotenv\n\n```javascript\nrequire('dotenv').config();\nconst { startServer } = require('@tiledesk/tiledesk-voice-twilio-connector');\n\nstartServer().catch(console.error);\n```\n\n---\n\n## 🐳 Deployment\n\n### Docker\n\n```bash\n# Build image\ndocker build -t tiledesk-voice-twilio-connector .\n\n# Run container\ndocker run -d \\\n  -p 3000:3000 \\\n  -e PORT=3000 \\\n  -e API_URL=https://api.tiledesk.com \\\n  -e MONGODB_URI=mongodb://mongo:27017/tiledesk \\\n  -e REDIS_HOST=redis \\\n  -e REDIS_PORT=6379 \\\n  -e GPT_KEY=your-openai-key \\\n  --name voice-connector \\\n  tiledesk-voice-twilio-connector\n```\n\n### Docker Compose\n\n```yaml\nversion: '3.8'\nservices:\n  voice-connector:\n    build: .\n    ports:\n      - \"3000:3000\"\n    environment:\n      - PORT=3000\n      - API_URL=https://api.tiledesk.com\n      - MONGODB_URI=mongodb://mongo:27017/tiledesk\n      - REDIS_HOST=redis\n      - REDIS_PORT=6379\n    depends_on:\n      - mongo\n      - redis\n```\n\n---\n\n## 📚 Additional Resources\n\n- [USAGE.md](./USAGE.md) - Detailed usage guide\n- [Tiledesk Documentation](https://developer.tiledesk.com)\n- [Twilio Voice API Docs](https://www.twilio.com/docs/voice)\n\n---\n\n## 🤝 Contributing\n\nContributions are welcome! Please read our contributing guidelines before submitting PRs.\n\n---\n\n## 📄 License\n\nMIT License - see [LICENSE](./LICENSE) file for details.\n\n---\n\n## 👥 Authors\n\n- **Gabriele Panico** - Initial work\n\n---\n\n## 🙏 Acknowledgments\n\n- [Tiledesk](https://tiledesk.com) - Conversational platform\n- [Twilio](https://www.twilio.com) - Voice API infrastructure\n- [OpenAI](https://openai.com) - Speech-to-text services\n- [ElevenLabs](https://elevenlabs.io) - Text-to-speech services\n\n","readmeFilename":"README.md"}